PGC311 Response
- Feb 7
- 2 min read
Statement from Prince George’s County Council District 4 Candidate on Recent Agency Operations
Add City of office headquarters, MD - Candidate for County Council District 4, Euniesha Davis, joined her friends and neighbors at a recent listening session hosted by the Prince George’s County Council Chair. As the previous Director of the Office of Community Relations, Euniesha carries intimate knowledge of the inner workings of the PGC311 call service system, including the continuity of operations plan (COOP), which she shared with members of the Council as they prepared to embark on their fact finding and oversight role.
“As a former Director, it was deeply troubling to hear that residents calling PGC311 faced wait times approaching forty minutes - before the system was temporarily taken offline. It appears the system may not have followed its own continuity of operations plan.
“Let me reassure residents: this operation was designed to handle call surges. I know this because I built it.
“I built the PGC311 system that reduced call wait times from over five minutes to roughly thirty seconds, and maintained that performance even during the COVID pandemic. Our call takers were meant to be trained before emergencies, not during them.
“For more than six years, the call center consistently maintained answer times of under forty-five seconds during even the most demanding periods. That record was not accidental - it was the result of planning, investment, and respect for residents.
“What appears to have happened here, whether due to poor planning, unclear leadership, or an unwillingness to invest ahead of the moment, risks undoing years of public trust.
“Yes, emergencies cost money. Setting up a temporary call center or a dedicated response unit for snow-related requests would cost money, but that is precisely what planning and responsible budgeting are meant to address.
“The system is designed to function through proactive preparation, not reactive scrambling.”
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